Create base settings for a generic SIP phone

AI-generated summary

Genesys Cloud provides comprehensive support for generic SIP phones through multiple telephony options including Genesys Cloud Voice, BYOC Cloud, and BYOC Premises. Base settings profiles are configured through Admin > Telephony > Phone Management to enable setup of any SIP-compliant phone as an unmanaged device, requiring specification of a base settings name and selection of Generic SIP as the phone model. Key features include Dynamic Reload for configuration updates, Secondary Registration for redundancy, and Message Waiting Indicator for voicemail notifications, along with recording capabilities featuring volume leveling, multiple audio codec support (G726-32, GSML16, Opus, PCMA, PCMU, Truespeech), and dual channel recording options that route audio channel 0 for local phone connections and channel 1 for remote party connections. Security is managed through digest authentication with customizable credentials, with Genesys strongly recommending changes from default username "admin" and password "1234" using random password generation to prevent spoofing attacks. The platform offers auto-conference functionality that automatically connects incoming calls with existing calls, featuring announcement playback and PIN authentication with configurable language preferences for the conference voice menu. Interface customization spans three main sections—General, Signaling, and Interface—with persistent connection features improving call processing efficiency through configurable timeout values. Phone Home service manages provisioning for Genesys Cloud Voice and BYOC Cloud implementations, while BYOC Premises requires manual Edge proxy configuration with phones pointing primary proxy to the primary Edge and secondary proxy to the secondary Edge for redundancy. Manual SIP phone configuration requires primary and secondary registration addresses, port details, and transport protocols retrieved through the How to Register feature. Base line appearance configuration must be established before implementing generic SIP phone setup, after which administrators can proceed to create and deploy the phone configuration.

PrerequisitesClick to expand

You can use generic SIP phones in any of Genesys Cloud’s telephony connection options: Genesys Cloud Voice, BYOC Cloud, or BYOC Premises.

You can configure any SIP-compliant phone with Genesys Cloud as an unmanaged phone via the generic SIP phone base settings profile. This profile contains a group of generic settings found on the Base Phone and Base Line Appearance tabs. These settings allow you to define how a SIP-compliant phone operates in Genesys Cloud.

After you create a generic SIP phone base settings profile, you can create a generic SIP phone.

Click Menu > Digital and Telephony > Telephony > Phone Management.
Click the Base Settings tab.
Click Add.

Base Phone tab

Configure the settings on the Base Phone tab.

Type a name in the Base Settings Name box.
From the Phone Make and Model list, select Generic SIP.
Leave Standalone Features set to Off unless you want to create a base settings configuration for conference room phones. For more information, see Enable standalone features.
Choose one of the following steps:
- To use the default base phone settings, click Save Base Settings and proceed to Configure the base line appearance in this article.
- To customize the base phone settings, proceed to the Customize the base phone section of this article.

Customize the base phone

The base settings include three expandable sections: General, Interface, and Custom. These sections allow you to change the base settings for a generic SIP phone.

To customize the base settings, follow these steps:

Select the appropriate settings from each expandable section.

GeneralClick to expand

Setting

Description

Dynamic Reload

Enabled (Default): Allow the dynamic reloading of the phone configuration.

Disabled: Do not allow dynamic reloading.

Use Secondary Registration

Configure the phone to use secondary registration.

The default setting is Enabled.

Genesys Cloud Voice – BYOC Cloud

By default, Genesys Cloud provides the Phone Home service for provisioning information and providing details for the primary generic sip registration. However, for phone redundancy, Genesys recommends that you use a secondary registration source.

After you complete your phone configuration, use the How to Register feature, described in the Create a generic SIP phone article, to retrieve the primary and secondary registration addresses and the port and transport protocol details that you must configure on your generic SIP phone manually.

For more information about how to manually configure your generic SIP phone, see your phone documentation.

BYOC Premises

You have to manually configure the SIP phone to point the primary proxy to the primary Edge and secondary proxy to the secondary Edge. For information on how to configure the proxy settings, see your generic SIP phone documentation.

InterfaceClick to expand

CustomClick to expand

The Custom option allows Genesys Cloud Product Support personnel to alter a phone configuration for troubleshooting or special circumstances. Only enter custom property settings when directed by Genesys Cloud Product Support.

Setting	Description
Property Name	The name to assign to the custom property.
Data Type	The data type for the custom property.
Value	The value to assign the custom property.

To use the custom base settings, click Save Base Settings and proceed to Configure the base line appearance in this article

Configure the base line appearance

Click the Base Line Appearance tab.
Choose one of the following steps:
- To use the default base line appearance settings, click Save Base Settings. You can now Create a generic SIP phone.
- To customize the base line appearance settings, proceed to Customize the base line appearance in this article.

Customize the base line appearance

There are three expandable sections: General, Signaling, and Interface. Each expandable section contains settings that customize the Generic SIP phone.

To customize the base line appearance settings, follow these steps:

Select the appropriate settings from each expandable section.

GeneralClick to expand

Setting	Description
Persistent Connection Settings	When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. Calls that arrive while the connection is active are immediately alerted via the UI or are auto-answered if the Auto Answer feature is configured for the user. When the persistent connection feature is disabled, Genesys Cloud must create a connection for every call.
Maintain a persistent connection	To turn on the persistent connection feature, select the check box. The default setting is not to use the persistent connection feature.
Timeout	Sets the amount of time, in seconds, that the open connection can remain idle before Genesys Cloud automatically closes it.

Setting

Description

Persistent Connection Settings

When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. Calls that arrive while the connection is active are immediately alerted via the UI or are auto-answered if the Auto Answer feature is configured for the user.

When the persistent connection feature is disabled, Genesys Cloud must create a connection for every call.

Maintain a persistent connection

To turn on the persistent connection feature, select the check box.

The default setting is not to use the persistent connection feature.

Timeout

Sets the amount of time, in seconds, that the open connection can remain idle before Genesys Cloud automatically closes it.

MediaClick to expand

Setting	Description
Recording Settings
Record calls on this phone	Use this check box to enable or disable recording. The default setting is disabled.
Level the volume on both sides of the conversation	Use this check box to enable or disable automatic level control for the recordings. The default setting is disabled.
Audio Format/Codec	Use this list to select the audio codec to use for recording. The available choices are: G726-32 GSM L16 (Uncompressed Linear 16-bit PCM) Opus PCMA (G.711 A-law) PCMU (G.711 u-law) Truespeech
Dual channel	Use this check box to enable or disable dual channel recording. The Dual channel setting is only available if you select one of the following audio formats: PCMU (G.711 u-law) PCMA (G.711 A-law) L16 (Uncompressed Linear 16-bit PCM) Opus When you enable the Dual channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the recording connected to the phone and audio channel 1 to save the recording connected to the other party. The default setting is enabled.

SignalingClick to expand

Setting	Description
Digest Authentication	When outbound requests are challenged with digest authentication, Genesys Cloud uses these credentials.
User Name	By default the user name is admin, but you can change it. Enter the user name that you want to assign to the phone. This user name is pushed down to the phone and becomes the user name for the administrative account on the physical phone.
Password	The default the password is 1234, so you should change it. Genesys strongly recommends using the Generate random password feature. By default, the password is masked, but you can select the Show Password check box to see the password in plain-text. Genesys Cloud pushes this new password down to the phone where it becomes the password for the administrative account on the physical phone. Warning: Not changing the default password makes it easy for a bad actor to spoof the phone.